At Squarespace, we believe great relationships drive great results. Were looking for a Customer Success Manager (CSM) who is passionate about driving growth for a portfolio of SMB commerce customers & is excited to join us in establishing a brand new customer success motion from the ground upsomeone who can think strategically, act tactically, & move decisively to help our customers grow their business on Squarespace.  This isnt about stepping into an existing playbookits about writing it. From day one, youll have the chance to shape how we engage, grow, & win with our customers.

Whether your background is in customer success, account management, e-commerce, consulting, or entrepreneurship, what matters most is your drive & ability to deeply understand your customers businesses, craft value-realization plans, & drive measurable results for your customers. Youll serve as the architect of success across your entire book of business, building trusted relationships & delivering impact at every touchpoint.

If youre someone who thrives on ownership, loves moving fast, & gets energized by building from the ground up, this role is your chance to leave a marknot just on your customers businesses, but on the future of Customer Success at Squarespace. This is a hybrid role working from our NYC office 3 days per week. This role reports to one of our Managers, CSM.

You'll Get To...

• Own Your Portfolio: Act as the strategic advisor & point of accountability for a book of upmarket or high-potential SMB customers.
• Dig into Data: Regularly analyze product usage, performance trends, & engagement signals to uncover risks, opportunities, & paths to value.
• Design Account & Success Plans: Co-create bespoke internal account team plans with your sales counterparts that align with each customers goals. Craft external joint success plans that expand customer use of the platform & unlock new value.
• Drive Results: Focus on outcomescustomer retention, growth, satisfaction, & advocacynot just touchpoints or check-ins.
• Be Proactive & Predictive: Anticipate issues before they arise, surface insights before theyre requested, & act quickly to keep customers on track.
• Champion the Customer Experience: Share structured feedback with internal teams to help influence roadmap, messaging, service offerings, & the overall customer journey.
• Build & scale customer success programs: Co-create & iterate on the foundational customer success playbooks, process, & programs that efficiently accelerates adoption & customer value realization. 

Who We're Looking For...

• 3+ years of experience in Customer Success, Account Management, Consulting, or Strategy rolesideally in a B2B SaaS for e-commerce SMBs or product-led-growth environment.
• A proven ability to own & manage a book of business, with a track record of driving customer engagement, product adoption, & measurable retention or expansion outcomes.
• Strong analytical thinking & comfort working with customer data to surface insights, diagnose risk, & develop custom engagement strategies.
• Experience creating & executing tailored success plans that align customer goals with product capabilities & e-commerce best practices that drive long-term valuenamely revenue growth on the Squarespace platform.
• Clear & confident communication skills, with the ability to navigate technical & non-technical conversations, lead strategic discussions, & build executive-level relationships.
• High personal accountability & a proactive, self-directed working stylecustomers & teammates trust you to follow through.
• A passion for solving problems, earning trust, & delivering meaningful impact to both customers & the business.
• Comfort with ambiguity & a natural inclination to create structure & resources that help you, your team, & customers realize objectives faster & more efficiently. 
• Experience with the Squarespace platform is a plus

Why This Role at Squarespace

You wont just manage accountsyoull own outcomes. As a CSM at Squarespace, youll have the autonomy & responsibility to shape customer journeys & build lasting value. Your work will directly influence retention, growth, & how customers experience the Squarespace brand. If youre ready to make an impactand have fun doing itcome build with us.

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums including medical, dental, & vision
• Supplemental Life & Disability Insurance plans
• Fertility & adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 20 weeks for parental leave & up to 12 weeks to care for an ill family member
• Pretax commuter benefit
• Education reimbursement
• Employee donation match to community organizations
• 8 Global Employee Resource Groups (ERGs)
• Dog-friendly workplace
• Free lunch & snacks
• Private rooftop
• Hack week twice per year

Cash Compensation Range: $90,000 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, & location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), Squarespace employees are eligible to be granted an option to purchase our common stock.

About Squarespace

Squarespace is a design-driven platform helping entrepreneurs build brands & businesses online. We empower millions of customers in more than 200 countries & territories with all the tools they need to create an online presence, build an audience, monetize, & scale their business. Our suite of products range from websites, domains, ecommerce, & marketing tools, as well as tools for scheduling with Acuity & creating & managing social media presence with Bio Sites & Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, & coworking spaces in the UK, Netherlands, & Australia. For more information about our company culture, visit  https://www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives & experiences with the world. Not only do we embrace & celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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